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Customer Service

Company: Navy Federal Credit Union
Location: Winchester
Posted on: June 12, 2021

Job Description:


You have goals, dreams, hobbies and things you're passionate about.

What's Important to You Is Important to UsWe're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family and passions. And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives. Together, we can make it happen.

Don't take our word for it.

+ FORTUNE 100 Best Companies to Work For

+ Computerworld Best Places to Work in IT

+ FORTUNE Best Workplaces for Millennials

+ Forbes America's Best Employers


Basic Purpose

To respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO). Provide information regarding Navy Federal products and services demonstrating knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience and customer service. Perform transactions or related functions for mortgage and/or other Navy Federal accounts. May perform transactions or related functions for savings, checking, consumer loans, credit cards, IRAs and/or other Navy Federal accounts. To advise members of other products and services that may fit their needs and provide opportunities for positive member interaction. Responsibilities Provide mortgage information to members regarding products, services, policies and rates Respond to inquiries about mortgage applications, processing status, problems and concerns Review and evaluate mortgage loan applications to ensure viability (member's debt to income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines, etc. Implement and update automatic member payment options for mortgage and equity loans Provide member service via phone or other media (e.g. email, chat, etc.) Protect and verify identity of caller; review account information for alerts and account irregularities Take action and respond to situations/patterns of activity indicating potential fraud or abuse Understand and comply with federal and other regulations relating to financial products and services Analyze, research and resolve problems and discrepancies related to member accounts/loans Counsel current prospective members about Navy Federal's products and services Execute first call resolution; may require research, follow-up, return calls Identify opportunities to cross service products and increase product penetration Perform account transactions Initiate fee adjustments and/or other monetary incentives for members within scope of authority Effectively perform all duties required for MSRs - CCO Perform other duties as assigned Qualifications - All required unless otherwise noted Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks Experience in member/customer service preferably in a call center, retail banking or financial institution Effective skill in producing desired results and achieving goals and objectives Effective skill maintaining composure in a high production and changing environment Effective skill navigating multiple screens and PC applications and adapting to new technologies Effective skill performing basic mathematical calculations and working accurately with numbers Effective active listening skills to accurately respond to inquiries and account requests Experience in managing multiple priorities independently and/or in a team environment to achieve goals Effective skill exercising initiative and using good judgment to make sound decisions Effective skill building effective relationships through rapport, trust, diplomacy and tact Effective verbal and written communication skills Effective skill interacting tactfully and effectively in difficult situations Effective organizational, planning and time management skills Effective skill in resolving member/customer problems Desired - Experience in the mortgage lending industry Desired - Experience in high volume call center situations Desired - Working knowledge of accounting, credit and/or lending principles and techniques Desired - Working knowledge of NFCU Contact Center procedures, policies and practices Desired - Familiarity with savings and checking products, accounts and services Desired - Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts Desired - Familiarity with NFCU mortgage products, services, programs, policies and procedures Desired - Experience in a sales, cross selling or up-selling environment Hours: Work schedule varies Location: 141 Security Dr., Winchester, VA 22602

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/DisabilityDisclaimerNavy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Bank Secrecy ActRemains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.


Keywords: Navy Federal Credit Union, Germantown , Customer Service, Other , Winchester, Maryland

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